ComplaintsforLandings Credit Union

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would rather ***** my eyes out with a dull spoon than be associated with this bank. We have a vehicle loan with this bank. Lets just say once we pay it off, we will never ever ever ever ever do business with this bank ever again. I will be ecstatic to be rid of them. Horrible customer service. Unfortunately, we did fall behind on our payments due to unexpected circumstances especially with everything happening with COVID and have been doing everything we can to rectify our situation. We work and have hours that conflict with Landings business hours, but have stayed in contact as much as we can. We have attempted to make two payments recently via our online account (ACH which they took almost a week to try and process) but due to other bills and unfortunately LIFE they had been returned. Landings did not even attempt to work with us even though we have been trying to make a payment. We spoke with *********************, AVP ************************ who did not offer any assistance what-so-ever. We spoke with her trying to arrangement for tomorrow which is payday. I understand if they would be hesitant about a ACH payment as the last two were returned but the fact that she refused to allow us to pay VIA card over the phone due to the fact that we work is just poor. She gave us an ultimatum, basically call off work with less than 24 hrs notice risking our jobs to come in personally to make a cash payment or lose our vehicle WITH the DEADLINE of tomorrow. We explained to her that we are trying to make the payment in good faith and doing what we can financially to bring the account current but she had no empathy at all about our situation or the fact that we will have to RISK our jobs/lose pay to be able to go in to make this payment because she refuses to allow us to make a payment by phone. We went back and forth with her for a while trying to make arrangements to pay but she refused. We then call

  

  Business response

  10/26/2021

  On March 20, 2017 Landings Credit Union approved a loan for the complainant with first payment due April 22, 2017.   The contract for the vehicle is for 84 payments, 53 payments have been made.  22 payments have been over 30 days past due,3 have been over 60 days past due, and 1 payment was over 90 days past due.  Over the life of this loan, several delinquent notices, letters and emails have been sent and several calls and messages have been left.  A 90 day emergency Skip A Pay was granted in April 2020 for the March, April, and May 2020 payments due to the pandemic. 
  
  The member made a payment via online banking on 10/6/21 that was returned due to Insufficient Funds.  The member then made another payment via online banking on 10/19/21 that was returned on 10/21/21.
  
  At the time of the complaint filing, this member was due for July, August, and September payments and was advised that online banking payments were no longer an option.  The member was told the payment would have to be in cash.  Member stated coming to the branch is an inconvenience since it means he has to take time off of work.  The member was verbally abusive to staff and proceeded to use foul language.  The member was advised the only option available was a payment in person and was told the Tempe Drive Up location is open on Saturday until 1:00p and that could be an option.  The member chose to bring a cash payment in person on 10/22/21. 

  Customer response

  10/26/2021

  the bank itself made no attempt to assist when we could have made the payment over the phone. Like I said I understand the fact the online payment was not an option but to have to take a day off either Friday or Saturday when we in fact have to work on weekends was the only option that this bank gave. We asked if we could please pay over the phone to avoid an unexcused absent from work which resulted in disciplinary action because these people refused to give ANY other option. We were not abusive as they say. Admit foul language was used but definitely not abusive. If anything they have abused their power and caused issues with our employer AND loss of pay because they refused to be of any assistance and accepting a payment over the phone. So now not only were we trying our best to make bills but will be struggling even more this month due to their RUDE, NEGLECTIVE attitudes towards us. They need to be held accountable for the issues that they have caused. As they have admitted we did attempt to make payments via online, we were not trying to get out of paying but unfortunately life does happen and these people have no compassion or empathy whatsoever to see that people may be struggling especially with the way the economy has been lately. The response they have made has not resolved any of the issues that we have had, only just validated that we have been having a hard time struggling but have attempted to make payments. My complaint is still valid on the behaviors and neglect of this bank. 

  

  Business response

  10/27/2021

  I understand your point of view and would like to offer my apologies.  Moving forward, there are several options available to you to make payments.  You can mail a check or money order to our address, you can set up the payment via **** Pay with the financial institution that has your checking account, you can pay at any Shared Branching location,you can pay at any of our branches or you can drop off a payment at one of our night drops 24/7.  Hopefully one of these options will work with your schedule.  

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